Description:
This 1-day, hands on certification training program enables ITSM Version 2 certified
tudents to upgrade their Foundation certification to Version 3 of the IT
nfrastructure Library. Accredited by EXIN and ISEB, the course helps students
prepare for the certification exam along with acquiring valuable insights from
nstructors who have actually managed IT operations and ITSM programs.
Delivered over one day the course features lectures, discussion, case study team
exercises and quizzes. It culminates with an optional, one-hour certification
examination.
Continual Service Improvement:
Review, Audit, and Metrics through the Continual Service Improvement; New/changed concepts and new definitions and terms
Service Operation:
Incident, Problem, Event, and Access Management, Request Fulfillment and the Service Desk
Service Transition:
Best Practices in Release Management, Change Management, Program/Project Risk Management, Service Asset and Configuration Management, CMS, DML and the Spares Store
Service Strategy:
Service Economics, ROI, Service Portfolio Management, and Demand Management
Service Design:
Service Catalog Management, SLM, Availability Management, IT Service Continuity Management, Supplier Management, Information Security Management, and Capacity Management
Syllabus:
Who Should Attend
Senior IT and business executives, IT management and staff, consultants, project
managers and others interested in learning about IT Service Management.
Prerequisites
None, but it is our recommendation that students with limited IT backgrounds sit
hrough the Journey to Excellence web based awareness program (see below)
Exam
An optional 1-hour closed book multiple choice examination can be administered by
an independent proctor at the end of the course. Certification is through either the
nformation Systems Examination Board (ISEB) or Exin.
Reference Material
The student workbook and other ITSM-related study material and mentoring sessions
are available for purchase prior to, or during, the class.